Provide your feedback

If you are worried about a loved-one in hospital, make a CARE CALL on 1800 PH CARE (1800 74 2273).

We aim to resolve any concerns quickly and fairly. If your feedback is a formal complaint, we aim to resolve most of these within 30 business days following a thorough investigation process.

We are committed to keeping all personal details private while we process your feedback. If you do not wish for us to respond to you, you can select ‘I would prefer not to provide my name’ which will allow you to submit your feedback anonymously.

For any concerns around privacy, you may wish to read our Privacy Statement.

We take complaints seriously and aim to resolve them quickly and fairly. However, if you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC), Mental Health and Wellbeing Commission (MHWC), Victims of Crime Commissioner or Aged Care Commissioner.

Health Complaints Commissioner

Phone: 1300 582 113
Email: hcc@hcc.vic.gov.au

Mental Health and Wellbeing Commissioner

Phone: 1800 264 054
Email: help@mhwc.vic.gov.au

Victims of Crime Commissioner

Phone: 1800 010 017
Email: enquiries@vocc.vic.gov.au

Aged Care Commissioner

Phone: 1800 951 822
Email: info@agedcarequality.gov.au

Complaints about certain serious misconduct or corruption involving public health services in Victoria can be made directly to the Independent Broad-based Anti-Corruption Commission (IBAC). Peninsula Health encourages individuals to raise their concerns with IBAC if they are uncomfortable raising their concerns directly with Peninsula Health or if they feel some detrimental action has been or may be taken against them if they make a complaint. IBAC website: www.ibac.vic.gov.au

CARE CALL: If you are worried, we want to know

You know yourself and your family member best and may notice changes before we do. If you notice a change, are feeling worse, or are worried, tell us immediately and we will help.

1. Tell a nurse – They will complete an assessment and respond to your concern.

If you are still worried…

2. Ask to speak to the nurse in charge – They will complete a follow-up assessment and respond to your concern.

If you are still worried…

3. Call 1800 PHCARE (1800 742 273) at any time and ask to make a CARE CALL – A senior member of the hospital will provide assistance and address your concern.

💬 If you need an interpreter, ask us and we will arrange one.

Freedom of Information (FOI) requests are managed by our Privacy and Information Release Unit. Please find an application via our website here.

If a Peninsula Health document is released to you and you believe that it contains information that is inaccurate, incomplete, out of date or would give a misleading impression, you are entitled to request a correction or amendment under Section 39 of the Freedom of Information Act 1983 (Vic). Such requests need to be made in writing to the Privacy and Information Release Unit: piru@phcn.vic.gov.au

Our health service cannot accept responsibility for any valuables lost or damaged. If you have lost something, we do encourage you to contact the ward or area directly to enquire if something has been found.

Compensation is not an outcome of the feedback process at any Victorian public hospital. We are unable to assist you with such matters and encourage you to seek independent advice.

PatientLiaison@phcn.vic.gov.au

AboriginalHospitalLO@phcn.vic.gov.au

CHDisabilityServices@phcn.vic.gov.au

Visit our Careers page.